Hilton Tulum Riviera Maya

When you pull up, it’s stunning. Open concept, beautiful view and an amazing breezeway. The experience is extremely welcoming. We walked in and Shawdy (can’t recall exact spelling) offered us a welcome drink. I had the blue one and fantastic.

Then….I met Daniella to check us in. From there was the absolute worst customer service experience I’ve ever received. She was not friendly, not helpful and removes the word guest from first experience. A big “luxury” resort at that price point, you expect to be told what to do right. Nahhh, she just said here’s your key and the bellboy will take you. We arrived at 6pm, when dinner was already starting. By time we got to the room, and the bellboy gave us a brief rundown of the property, there was still no clue on how dinner or even the dinner location. It was so bad that I was in the phone with Hilton trying to cancel my stay and go to a nearby property. Was advised to work it out with the hotel directly since they would still charge the night.

Went to the desk and spoke with Carmen, desk manager for guest relations. She was extremely kind and what you would expect from her team. She tried her best to pacify and ease our anger. Based on Carmen’s demeanor, we hoped the initial experience was a one off so we stayed.

Shawdy was the bartender at one location. He was extremely kind! He said he could tell we weren’t happy and would make it his point to make us smile every time he saw us. He did!! As well as the people that were cleaning the grounds. Outside of the bartender and grounds people, our experience was they don’t care about the guest.

Just a VERY small example:

1. Go to get ice cream, stand in line, lady finishes the two in front and walks away. She plays on her phone a bit and makes 2 cups of coffee. Finally turned and said I’ll be right there
2. Go outside to wait for our driver. 3 bellboys sitting there talking. Not a word so we wander around the vans to see if we see our name. Another couple comes out and they are loud and saying how can we help you. Eventually came and asked us what we were waiting on
3. Go to the steakhouse. I’m sweating!!! Ask for a towel or napkin and they say “we don’t have any.” I laugh and walk to the bar a few doors down and get one. Didn’t even have to ask as he saw it pouring down. Come back and I can see the greeter rush to the door to open it for a family leaving. She holds the door for them, I wait. Then looks at me, gets in front of me to walk in, and let the door close in my face.

I’ve never experienced this level of disappointment with Hilton. I’ve never experienced this level of disrespect at any property for this price point!

Where to start! I’d paid the hotel directly for interconnecting rooms and extra $600. We arrived after a long travel day from the UK. Checking was smooth staff friendly we get taken to our rooms in Casa 5. We walk into our room to find it damp the floors where wet and there was an awful smell musty and damp smell. The interconnecting door would not open so we called reception who sent a maintenance person he put a strong scented fabric discount the AC unit and said that would help the smell. Whilst he was trying to open the connecting door I noticed black spores or mould around the ends in our daughter’s room. I showed this to him and he said to call reception and get moved. We had to wait for new rooms to be found these where not connecting rooms. We were tired and just wanted to move rooms so we moved the rooms where much better.

The next day we went to reception to say the rooms where OK and we would stay despite not having interconnecting rooms. But I wanted a refund - to be told they would add it to the bill and we could charge things to the room if we wish.

During our stay we did buy a few toiletries from the shop but no one was willing to charge them to our room so spent the best part of an hour trying to explain we had a credit on the room. Kept getting told to use Apple Pay!

When we checked out the refund baffled staff I’ve been told it had been issued however a month later I am still waiting for my refund. I’ve sent emails to be told they will look into this. How hard can it be?

We never had an apology for the room changes or the issue with the 1st room.

Our stay was pleasant but restaurants were poor for instance the Italian restaurant we ordered our food and the main courses came before the starters or we had to chase for our dishes on other occasions.

The steak restaurant ran out of fires one evening !!

Luckily the resort wasn’t too busy but not sure the restaurants would cope if it was full capacity.

All in all a pleasant stay but not to Hilton’s standards and we wouldn’t visit again.

I’m still awaiting a reply and confirmation of my refund how a large chain like Hilton think it’s acceptable to hold onto your money is beyond me.